Customer's Rights

Dunhill supports a customer's right to self determination through informed decision making. Therefore we are providing you with the following list which outlines your rights and privileges

1. Access to list. You will receive appropriate list recommendations and professional quality services regardless of the size of your company, the product or service offered or the value of the assignment. You have the right to be served by professionals who are properly trained and competent to perform their duties correctly.
2. Respect and Dignity. You will receive respectful consideration at all times, with full recognition of your direct marketing needs. You have the right to be free from telephone abuse or from overzealous sales practices.
3. Privacy and Confidentiality. All the information provided to you in email or verbal communications, written documentation in regards to lists used or prices paid is private. Your records and communications will be treated confidentially and will only be accessed by appropriate staff members.
4. Informed Decision Making. You will receive information necessary to provide an informed decision regarding our products and services. This includes datacards, computer reports, email delivery records to include open, click through and opt-out information.
5. Communications. You are urged to fully communicate with members of our company staff. Any questions regarding our billings may be discussed with our accounts receivable department. Any adjustment to invoices will be examined quickly and answered promptly.
6. Refusal or Cancellation. You may cancel your list order at any time. However, should the list service be completed you are obligated to pay for the services rendered. Should you decide to cancel your order while in progress, your obligation is restricted to that portion of the work completed at a reduced rate.
7. Continuity of Deliverability. You may expect all list deliveries or email processing and transmissions to be provided in a timely manner. You will be notified within a reasonable time if any delay will occur.
8. Charges for Service. You will be informed of the cost of our services or policies concerning payments and extent of your liability. You will receive a proforma invoice containing estimated costs and a final invoice containing complete information for each list order. You may request a an itemized and detailed explanation of the total bill including charges for list formats, shipping costs and appropriate taxes.
9. Resolution of Customer Complaints. You may voice your complaints or question your assignment with your account executive or our customer service department at any time without delaying or interrupting the list processing procedures.
10. Advance Directive. You may make choices about future purchases at any time in accordance with applicable terms and conditions. Upon your request Dunhill will advise you of the extra costs associated with unlimited use of a list.the addition of telephone numbers .the appending of demographic information .the addition of new files to an existing order, etc.

Customer Responsibilities

When Dunhill provides their various services, customers are required to provide information that will permit the process of list fulfillment to benefit the customer

1. Provision of information: You have the responsibility to:
   · Provide Dunhill with accurate and complete information regarding name, address, telephone and fax numbers to facilitate delivery and invoicing procedures.
   · Provide Dunhill with the name of the marketer in all cases where our instructions and orders are received from list industry professionals.
   · Provide written confirmation of all credit information that is required
   · Provide a signed order when required
   · Provide complete information regarding the list selection, geographic requirements, quoted prices and other details that will assist in eliminating any omissions or complaints.
2. Compliance with Ethical Business Practices. Dunhill follows The Direct Marketing Association's Guidelines for Ethical Business Practice. (see a copy of these business practices online at www.the-dma.org) Dunhill at all times provides information as accurately as possible.
3. Refusal or Non-compliance. You are responsible for your decision should you choose not to use the lists or services provided. Dunhill shall not be responsible for refunds or voiding of invoices in the case of non-use for whatever reason whatsoever. Any cancellation must be received in writing prior to completion or delivery of the merchandise or services rendered.
4. Financial Matters. You are responsible for assuring that your financial obligations for list procurement or other services provided by Dunhill are fulfilled promptly.

Reporting Your Concerns

Dunhill List Services is committed to providing services and lists that meet with your specifications and satisfaction. If, at any time, a situation exists with your list selection or any of the demographic or psychographic choices associated with this activity, or delivery dates, whether email transmission or list delivery, please contact us right away.

We recognize that there may be times when you need to voice a grievance or have a complaint. We encourage you to call any time with your concerns.

If you have concerns or need to discuss a problem regarding the quantities, list description, delivery schedule, inaccuracies, email delivery problems, etc, simply call our toll free number and speak to our customer service or production department. Our representatives will attempt to resolve the situation within their authority and if unable to do so will confer with management. Any verbal notice concerning adjustments must be confirmed in writing within 3 weeks and mailed to our customer service department.

Please be assured that Dunhill's services regards a complaint or grievance as an opportunity to improve our services and lists. We take all feedback seriously and will consider how we can improve the situation, and monitor the improvement plan.

Limitations of Usage

Unless Dunhill specifies otherwise in writing, all names are furnished for one time mailing only by the mailer for whom the list was rented. These names are not to be duplicated, reproduced, retained, disclosed, transferred, resold or reused. In the event that unauthorized use is discovered, the customer will be invoiced for three times the original invoice amount.

Terms and Conditions

1. When ordering a mailing list, please be sure to specify exact quantities. Because of constant updating, we assume no responsibility for shortage or overruns of the printed materials.
2. Dunhill has used its best effort to provide accurate and comprehensive files. Lists are guaranteed 92% deliverable unless otherwise noted. Our liability shall be restricted solely to the cost of the list since this is the only part of the direct marketing effort in our control. Dunhill does not guarantee the outcome of any mailing utilizing the names rented for a specific order.
3. In no event shall Dunhill be liable for postage changes and/or print and mailing costs. Nor shall Dunhill be liable for telephone charges for any inaccuracies in a telemarketing or email campaign. Neither shall Dunhill be held responsible for punitive or compensatory damages resulting from loss of potential revenue.
4. Postage Refund -Dunhill's liability for postage refunds is limited to returned mailing pieces (nixies) received in our office within 45 days of invoice date. Outgoing postage will be refunded at the minimum standard rate in effect at the time of mailing for all undeliverable mail IN EXCESS OF OUR GUARANTEE. Postage refunds do not apply to additional copies of the list supplied at the same time.

Refunds or adjustments based on the quantity of undelivered mail returned by the USPS are limited to: expired forwarding order, moved, left no forwarding address, deceased, addressee unknown, unclaimed, box closed.

Terms - Full payment is required in advance from unrated firms. Terms are net cash 30 days. Bank references are required for open account. Credit application available on request. Delinquent accounts shall be liable for collection costs and reasonable attorney's fees.

Experience the Dunhill Difference

For more information, please call us at 1-800-DUNHILL (386-4455) or fill out the ASK DUNHILL form.